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 What decides which SLA is used? Export knowledge base Export     SubscribeSubscribe      Show article info

When a new issue is created, VisionProject will check if an SLA should be associated with the issue.

 

 

This is done in the following order.

 

  1. If a Product is specified when creating the issue, check if the  reporter's company has a Contract that matches the Product and in that  case check if the Contract has a SLA. If that is the case, associate the  SLA and the SLA Targets with the issue. Note: If a company has more than one active contract with different SLA's, they must apply to different products/services. You cannot have multiple contracts and SLA's for the same product.
  2. No Product is specified, check if the reporter's company has a Contract that doesn't have a Product specified. In that case, check if the Contract has a SLA. If that is the case, associate the SLA and the  SLA Targets with the issue.  Note: You cannot have multiple contracts with different SLA's for the same company unless they refer to different products, see point 1. You can have multiple contracts for the same company if all of them have the same SLA.
  3. If no Contract/SLA has been found in 1. or 2., check if a default  SLA has been specified. If that is the case, associate the default SLA  with the issue. Otherwise the issue will have no SLA at all.

 

 

The basic control flow for determining SLA is thus:

 

1. An Issue has a Product (or Service/Asset/CI.. ) and is created by a User (the Reporter) that belongs to a Company (the Reporter company). The company matches a Contract, which has an SLA, which consists of one or more SLA Targets. Criterions determine which SLA Target to use for determining Next breach and Alert notifications.

 

 

2. An Issue is created by a User (the Reporter) that belongs to a Company (the Reporter company). The company matches a Contract, which has an SLA, which consists of one or more SLA Targets

 

 

3. An Issue is created by a User (the Reporter) that might not belong to a Company (the issue has no Reporter company). Thus there is no company to match against a Contract, so no SLA can be set from contract.

  • If there exists a Default SLA,  this will be set. The default SLA also consists of one or more SLA Targets.
  • If no Default SLA exists, the issue will have no SLA or SLA Targets at all.

 

 

 

Please note that to get the SLA's to work properly you at least need the issue fields:

  • SLA
  • Next Breach
  • Reporter company (or Company)
  • Product (if products on contracts are used)

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